L1 Technical Support

Pandr Outsourcing; Legazpi; On-site; PHP 558,000 - 893,000; Full time

Benefits offered by this job

HMO coverage

Leave credits

Career advancement

Job summary

Pandr Outsourcing in Legazpi, Philippines, is establishing its inaugural technical support team to assist Australian residential customers after solar, battery, and heat pump installations. The role emphasizes structured diagnosis, root-cause analysis, and owning cases through resolution.

The first five specialists will help set service standards, build systems, and benchmark performance. High performers will be considered for Senior, QA, Training, and Team Leadership roles within six months in

Qualifications

• 2–3 years of experience in Technical Support or Customer Resolutions.
• Proven experience diagnosing technical or service-related issues over the phone.
• Experience handling inbound call volumes of at least 30 calls per day.
• Experience managing escalations or complaint handling.
• Experience supporting Australian, US, or UK customers.
• Strong CRM documentation experience.

Responsibilities

• Handle approximately 40 inbound calls per day
• Maintain an average of 5 hours of daily talk time
• Conduct structured discovery to diagnose customer issues
• Identify the root cause and determine the appropriate resolution pathway
• Liaise with manufacturers regarding warranty claims
• Coordinate with installers and third-party service providers
• Book and schedule warranty call-outs
• Accurately document cases in CRM systems
• Take ownership of cases through to full resolution

Skills

Technical Support

CRM documentation

Phone support

Structured diagnosis

Tools

CRM systems

Job description

About The Opportunity

We are establishing the Philippine support division for a leading Australian solar, battery, and heat pump retailer. This will be the founding technical support team. Within 6 months, the division is expected to scale to 45 staff. The first five Technical Support Specialists will help establish the service standard, build the systems, and set the performance benchmark. High performers will be prioritized for opportunities in Senior, QA, Training, and Team Leadership roles within 6 months. This is not a basic CSR role. The position focuses on structured technical resolution, diagnosis, and case ownership.

Role Overview

You will support Australian residential customers following the installation of solar systems, batteries, and heat pumps. The role focuses on structured diagnosis, root cause analysis, and resolution ownership rather than scripted responses.

Key Responsibilities

• Handle approximately 40 inbound calls per day


• Maintain an average of 5 hours of daily talk time


• Conduct structured discovery to diagnose customer issues


• Identify the root cause and determine the appropriate resolution pathway


• Liaise with manufacturers regarding warranty claims


• Coordinate with installers and third-party service providers


• Book and schedule warranty call‑outs


• Accurately document cases in CRM systems


• Take ownership of cases through to full resolution

Requirements

Mandatory Experience

• 2–3 years of experience in Technical Support or Customer Resolutions


• Proven experience diagnosing technical or service‑related issues over the phone


• Experience handling inbound call volumes of at least 30 calls per day


• Experience managing escalations or complaint handling


• Experience supporting Australian, US, or UK customers


• Strong CRM documentation experience

Mandatory Background

• Telecom or ISP technical support


• Electrical, appliance, HVAC, or home systems support


• Utilities or energy provider support


• Hardware troubleshooting or equipment diagnostics


• Warranty claims or service coordination

Core Capabilities

• Structured and logical thinking


• Strong situational judgment


• A curious and investigative mindset


• The ability to remain calm under pressure


• Professional English communication skills


• A strong ownership mentality

Benefits

Why Join Us?

• Healthy, supportive, and conducive work environment (Great Place to Work Certified for five consecutive years!)


• Work with an innovative company delivering cutting‑edge solutions across multiple industries


• Lead a team in a fast‑paced, high‑growth environment


• Competitive salary with opportunities for career advancement


• Collaborative, forward‑thinking work culture


• 21 leave credits plus all client‑based holidays


• HMO coverage with dependent benefits


• Exposure to world‑class leadership from both local and international supervisors